Job Information
Enertron LLC Service Desk Support Technician in Clinton Township, Michigan
- IT Support / troubleshoot relating to technical issues involving Microsoft's core business applications and operating systems
- Basic technical support / troubleshoot at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Basic remote access solution implementation and support / troubleshoot: VPN, Terminal Services, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Incident documentation for every call in ConnectWise Manage ticketing system while communicating with Client
- Manage ticket queue in ConnectWise Manage
Proactive communication with Clients: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
Maintain high standard in Client service, perception, and satisfaction
- Provide efficient turnaround of Client requests to meet SLA goals
- Ability to work in a team and communicate effectively
- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Assess and understand clients issues and correctly prioritize their issues
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in ConnectWise as it occurs
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
Rotating On-Call responsibilities